Marcus by Goldman Sachs, Back Office Fulfillment Specialist | Draper, UT Draper · · Call Center[...]

Goldman Sachs Bank AG; Draper (UT); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health and wellness programs

Competitive vacation policies

On-site fitness centers

Child care and family care support

Job summary

Goldman Sachs Bank AG is looking for a Back Office Fulfillment Specialist in Draper, UT. This role is responsible for resolving customer inquiries and internal back-office cases across online retail deposits.

The ideal candidate will have at least 2 years of customer service experience and a basic understanding of banking operations. Strong analytical and organizational skills are essential to succeed in this position.

The company promotes a hybrid working model and offers competitive benefits, including healthcare and wellness programs.

Qualifications

• Minimum 2 years of customer service experience.
• Strong analytical, problem-solving, and organizational skills.
• Self-motivated and detail-oriented, capable of prioritizing tasks under pressure.

Responsibilities

• Resolve customer inquiries and back-office cases related to deposit operations.
• Place outbound calls to assist customers with online retail deposit products.
• Document actions and decisions clearly in internal tools and systems.

Skills

Customer service experience

Banking operations understanding

Analytical skills

Problem-solving skills

Organizational skills

Job description

Marcus by Goldman Sachs, Back Office Fulfillment Specialist | Draper, UT location_on Draper, UT, United States

Marcus by Goldman Sachs

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing high-yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers, and is recognized as the largest pure online bank, delivering a fully digital experience without physical branches.

About the role

As a Back Office Fulfillment Specialist, you will be responsible for supporting customers and internal partners by resolving back‑office cases across online retail deposit products (e.g., online savings accounts and Certificates of Deposit). You will investigate and complete service requests such as CD maturity actions, account maintenance updates, deceased depositor processing, return mail handling, complaints, and certain money movement‑related items. Success in this role requires strong attention to detail, accurate documentation across multiple internal systems, and consistent adherence to risk and control procedures while meeting productivity and quality targets. You may also provide periodic inbound call coverage and place targeted outbound calls when needed to resolve customer requests efficiently.

Responsibilities

• Resolve customer inquiries and back‑office cases related to CD maturity, account maintenance, deceased depositor processing, return mail, complaints, and other deposit operations items, including eligible money movement requests.
• Place outbound calls as needed to gather information, confirm instructions, and assist customers with online retail deposit products (online savings and CDs).
• Receive, sort, and process incoming mail; route items appropriately and update case records based on documented procedures.
• Follow established procedures with a strongrisk mitigationandcontrolmindset; adhere to policy, compliance, and audit requirements.
• Navigate multiple internal tools and systems to research requests; document actions taken, key decisions, and outcomes clearly and completely.
• Meet performance expectations across key metrics (e.g., quality, productivity, timeliness, adherence) while maintaining a customer‑first approach.
• Participate in projects and process improvement efforts to drive operational excellence, reduce rework, and improve customer experience.
• Provide inbound call coverage when required to support customer needs for online retail deposit products.

Qualifications

• Minimum 2 years of customer service experience.
• Basic understanding of banking operations, including check payments, wires and ACH.
• Self‑motivated, detail-oriented, and flexible, capable of prioritizing tasks and performing effectively under pressure in a team environment, including adapting to occasional overtime.
• Strong analytical, problem‑solving, and organizational skills with a risk and control mindset, consistently taking ownership and accountability for tasks and projects.

Preferred Qualifications

• Experience supporting deposit products (e.g., savings accounts and Certificates of Deposit) in a bank or financial services operations environment.
• Basic familiarity with case management tools and workflow queues, including experience working to established Service Level Agreements (SLAs).
• Experience handling sensitive customer scenarios (e.g., deceased depositor processes) and/or processing written correspondence (mail operations).

Job Shift

Weekend and evening availability may be required as part of your shift schedule.

Location

Openings are available in Richardson, TX, and Draper, UT. This role operates under a hybrid working model, requiring three days per week in the office. Full office attendance may be required in the future.

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.

We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process.

Healthcare & Medical Insurance

We offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short-term disability, long-term disability, life, accidental death, labor accident and business travel accident insurance.

We offer competitive vacation policies based on employee level and office location. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year.

Financial Wellness & Retirement

We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities.

Health Services

We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state‑of‑the‑art on‑site health centers in certain offices.

Fitness

To encourage employees to live a healthy and active lifestyle, some offices feature on‑site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre‑approved amount).

Child Care & Family Care

We offer on‑site child care centers that provide full‑time and emergency back‑up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.

Benefits at Goldman Sachs

Read more about the full suite of class‑leading benefits our firm has to offer.